Skip to main content

Why You Need to Fix Your Customer Service Issues Quickly.


Image result for RESOLVE COMPLAINTS- IMAGE                  
Every professional in the service industry would readily agree that once in a while, certain things could go wrong in the customer service of a business. Either the supply could be a little late on delivery, or the machine breaks down some minutes into production leading into service failure.
 Other times, it could be a staff’s mistake spilling the coffee on the customer’s shirt, or the device supplied to a customer stops working just on purchase. 
There are a thousand and one things that could go wrong even in the best of customer service excellence. Sometimes, these could be issues that are completely out of our control as humans. Other times, and regrettably too, some are errors that we could have averted but for our lack of attention to details.
However, for every customer contact gone wrong, there are two broad options to salvage the situation, to either explain away the error or seek a genuine resolution to the matter at hand.
Herein lies the wisdom in exceptional customer service. Do everything possible to fix a bad customer service experience. Do not just shrug it off. That is a very costly mistake.
In this day of social media engagements, customers have the more easy option of venting their frustrations on various social media platforms, and this could spell doom for a company when cast in negative publicity on such platforms. It takes a whole lot to come out whole when cast in a bad narrative online.
This is why forward-looking organizations ensure that every escalation of a bad customer experience are resolved as quickly as possible just before the customer chooses to let out.
Consider the statistics.
According to Newvoicemedia.com, “after one negative experience, 51% of customers will never do business with that company again”.

“33% of Americans say they’ll consider switching companies after just a single instance of poor service. (American Express 2017 Customer Service Barometer)

And this is reflective of customers everywhere, irrespective of demographic delineation. So before you allow that customer leave your door, or hang up the line, be sure you want to close out on a positive note. It’s a game of numbers and like dominoes; just one bad push can make the cards come crumbling down.


Just like dominoes, one customer contact gone wrong can cause a damning ripple effect on your company’s image and reputation in the market and you wouldn’t really want that for your business.
I would love to hear your thoughts.                                                     Nnamdi.
Photo credit: (Internet)
Image result for HANDS SHAKING- CUSTOMER SERVICE

Comments

Post a Comment

Popular posts from this blog

What’s your flavour?

You decide to eat out this beautiful evening with your spouse, and you order for your favourite. It is probably a meal you always cherished from childhood. But then, this doesn’t taste as exactly as the one you know you’ve eaten elsewhere. Why? According to food scientists, this could be attributable to different variables such as the cooking process itself, some hidden chains of flavour, and yes even the personality of the person cooking.  Yes, that too.Professional cooks will tell you that two cooks can prepare a certain meal individually and both will come out differently; same ingredients. same timing, same recipe,  Yet a somewhat different taste. Well, this is not a food article. But we’d draw the parallels with the above. Often, organisations in a bid to standardise professional conducts when it comes to service, come up with operational guides or manuals which spell out in black and white, everything down to the details, from dress code to expected proc...
Post a Comment
Read more

Just an Introduction...

Hello, I personally welcome you to this customer service blog where you will learn and share knowledge on how to handle real customer service issues plaguing the industry, with a view to resolving it. There's a sweeping revolution coming in the world of service, and we are here to drive and assist your business on how to render exceptional customer service for your brand.                 Why Customer Service? Of all the things that fall into place in the world of business, one of the fundamental factors for which a customer would choose a brand over the other, would be in terms of real customer service. Many industry leaders opine that among other things, providing exceptional customer service remains the game changer for them in the market.  Do you know, that just one bad experience is enough to drive about 10 other customers related to that person alone from your brand? This is because a dissa...
Post a Comment
Read more